Order Issue - Two days later still not solved, after years of registration?

[FoolMeTwice]

So, we just reactivated an Arlo plan due to someone being in our garage uninvited. Have four cameras, bought 2020/21, had a plan, than just kept them up to view in real time. So, have had an account for several years.

A few days ago, I ordered another camera and some power supply items. Immediately, I get an email that my order needs "investigated", to call in. I called, and after a bunch of "is this your personal email?" and verifying everything but my underwear size, was told I'd be contacted within 48 hours.

Just called again...same rigmarole, except this time it's 24 hours.

The $300 charge went through my credit card, we've had an Arlo account for years. This makes no sense.

The "customer service" representatives also don't want to cancel. I've told both, I can just run to Best Buy, purchase there and add to our plan in an hour vs. all this nonsense of days and days with zero progress.

All that to ask ~ What is the problem here? I could understand if we had just registered, etc., but this is an awful customer experience, tbh. Do I need to just then file a chargeback for the order?

Thanks for any insight.

[FoolMeTwice · Accepted solution]

Now I just got an email with a "case number".

It's great to make customers feel like a pariah.

Geez.